APPARATUS AND METHOD FOR MEASURING SERVICE PERFORMANCE

摘要

A method for measuring satisfaction within a service environment including the steps of modeling contractual customer service relationships using a hierarchical composition model with discrete abstract elements, creating and distributing customer perception surveys having questions, wherein the questions are dynamically generated from a computer database based on events within the service environment and element weightings within a hierarchical composition model, collecting and analyzing the customer perception surveys, calculating aggregate measures of customer perception that have statistical reliability, correlating the measures of customer perception to create at least one statistical causality between customer perception and business performance and adjusting the element weights using calculated customer perception measures and statistical correlation measures to refine reliability of future analysis and calculation results.